In reply to a post by Taras:

I guess this is a business account which means no compensation.

Not neccessarily. BT Business offer 4 and 24 hour response times and compensation is payable if repair times are missed. Other suppliers may or may not.

In reply to a post by MHC:

In reply to a post by Taras:

I guess this is a business account which means no compensation.

Not neccessarily. BT Business offer 4 and 24 hour response times and compensation is payable if repair times are missed. Other suppliers may or may not.

I was dammed if i said what i said and dammend if i had said you may get comp. As you said, it depends on the contract efffectively

Yes, I have raised the compensation issue with the CP (IDNet). The whole thing started with a high latency fault, probably unrelated, 17 days ago and moved on to complete failure 10 days ago. The complete failure occurred at 4am, when local temperature sank to -4 deg C, co-incidentally or not. Latest update is that the fault requires a road closure, so waiting on Openreach to get that organised with the local authority.

Anyhow, this information suggests that the site visit and splicing in the rain without proving the fault by the Openreach man on Tuesday, was, as I had suspected, a complete waste of my time.

I'm glad we made the decision to retain in use some of the 20 pairs of copper that terminate at the site.

IDnet's cs can be a bit lacking at times.

Hopefully you will revise your backup measures after this. As much as gpon is normally(subtended units are powered) passive from olt to ont and normally weather resistant, there will be cases where the weather deals a blow to the network

What revision would you suggest?
Wireless fails in about 45minutes after a power cut in the area where the site is located.
The back-up is using ADSL paths to an exchange with maintained power and a different CP from the one supplying FTTP.
We could add Starlink, I suppose.

Day 10 update.

Openreach have now cleared the leaves off the street box and, presumably, checked for light at the CBT. No details other than a fault has been found and that resolving it requires that a road restriction for the work be applied for to the local authority.

No sign of such an application, yet. Of course, if Openreach had checked for light at the CBT when fault first reported things would be 10 days further forward and I would n't have had a 160 mile wasted journey.

When I had a fault that Openreach deemed needed road restrictions they warned me that the local authority could make them wait up to 13 weeks ! Fortunately, someone in OR came up with an idea about how to deal with it - they arrived at 04:00 and did the work.

Day 13. The plot has thickened a little. The CP, IDNet, have told us that they will offer no compensation for the outage: "service doesn't come with a guarantee of uptime, compensation would not be due on this occasion as the issue is not caused by IDNet directly."
There is therefore no incentive for IDNet to get the repair done promptly.
We have another CP that seems reasonably reliable, gets faults fixed fairly quickly and pays compensation, but has less than knowledgable customer service staff, which is the reason we went to IDNet for some circuits.
Recommendations for a Business FTTP provider that gives good customer service and a reasonable level of compensation when things fail would be appreciated.

I'm with BT Business - not the cheapest but I have no real issues with them. Over time several major faults have arisen.

Pole demolished - BTBusiness provided a 3G or 4G hub which served the purpose. The delay was due to the local authority failing to give permission for the carriageway works - so outside BTs control. OR found a way to resolve it a lot quicker too

Lightning strike - OR on site to replace drop wire the following day and BTBusiness shipped replacement hub straight away..

When I moved to fibre, 300/50 service, speed tests showed 300/30 using BTBiusiness hub - they put resources in aswell as sending OR to us. OR tested with THEIR equipment 300/50 so all was OK but OR witnessed the 300/30. The Tech only had a BT consumer hub - tried that and 300/50. BTBusiness sent out a replacement - 300/30, followed up with 3rd line support working with me and concluded there was a general hub issue. I was planning to use a non-BT device anyway, and BT Business gave me a £240 bill credit which went a long way to the planned purchase.

Not sure IDNet have any way to make this happen quicker. OR have identified that a fix is required and will need permission from the council for road restrictions. At this point IDNet is in the hands of OR, OR are in the hands of the council. The council wouldn't compensate OR and therefore OR won't compensate IDNet.

There are probably ISPs out there that provide SLAs and compensation but either you would pay a lot more for it (because someone has to cover the compensation costs) or they would not provide compensation as it is with a 3rd party with whom they cannot exert any influence.

If using a FTTP connection without an SLA in a critical business then you should have backup options. If you need better service in the event of an outage then a leased line may be the only option but for significantly higher cost.